Terms of Service

Using Haylo

Haylo is operated by Haylo Health Pty Ltd (ABN 59 697 017 208). By creating an account or booking through Haylo, you agree to these terms. You must be at least 18 years old (or have a parent/guardian agreeing on your behalf) and provide accurate details so the clinic can deliver care safely.

Bookings and clinic relationship

Haylo is a marketplace. When you book a slot, you enter into an appointment with the clinic — not with Haylo. The clinic sets the price and the practitioner. Late-cancel and no-show fees follow Haylo's standard booking policy, displayed clearly before you confirm. The clinic provides the care and is responsible for it.

Card on file, fees, and refunds

You add a card on file when you book. Stripe holds it securely. Most of the time you pay the clinic directly at your appointment, just like a regular booking. Haylo only charges your card if:

• You cancel after the grace period and a late-cancel fee applies under the standard policy.
• You don't turn up to the appointment.

The fee shown before booking is the maximum we can charge. If the clinic cancels on you, you're never charged. If you think a charge was made in error, email help@haylohealth.com.au within 14 days and we'll investigate.

Same-day discounts

Offering a same-day discount is optional and entirely up to each clinic — many don't, and that's fine. Where a clinic does discount a spare same-day slot, the discounted price shown is what you pay before any private health rebate — bring your card to the appointment and the clinic processes the rebate as normal. Discounts only ever apply to same-day slots; future bookings are at the clinic's standard rate.

Acceptable use

Don't book under a fake identity, abuse the cancellation flow, or attempt to access parts of Haylo you're not authorised for. Repeated no-shows or fraudulent activity may lead to your account being suspended.

Liability

To the extent permitted by Australian Consumer Law, Haylo isn't liable for the clinical care you receive — that responsibility sits with the treating clinic and practitioner. We do our best to keep the marketplace running, but we don't guarantee uninterrupted access.

Changes to these terms

We may update these terms from time to time. If we make a material change, we'll let you know by email or in-app before it takes effect. Continued use of Haylo after the change means you accept the updated terms.

Governing law

These terms are governed by the laws of Victoria, Australia. You and Haylo Health Pty Ltd submit to the non-exclusive jurisdiction of the courts of Victoria.